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Skills

Brand management
Business Strategy
Corporate client relationship management
Marketing
Process equipment
First Aid/CPR
MS Office
Facility aesthetics and space design optimization
Problem resolution
Cross-departmental collaboration

Work Experiences

Collaborated with the sales on upselling initiatives.
Looked for industry trends on social media and through online sources.
Awarded by Northwind in 2016.
Collaborated with sales and marketing teams.
Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
Achieved results by the end of 2023.
Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
Achieved a 18% decline in errors.
Collaborated with department managers.
Collaborated with housekeeping.

Summaries

Accomplished hotel operations professional.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
Determined recent graduate with a bachelor's degree in hospitality management.
Achieved a 52% reduction in service errors.
Combined tech implementation with personalized service strategies.
Strengths in budget management and strategic planning backed up by Customer Service training.
Contributed to CPA attainment.
Achieved CPA compliance.
Coordinated high-profile events.
Accomplished hotel operations professional with a history of optimizing guest experience by leading cross-function teams, exceeding satisfaction targets by 42%.

Accomplishments

Achieved a guest retention rate of 76% by executing innovative loyalty and discount programs.
Streamlined guest incident reporting through improved software tools, reducing time to resolution from 18 days to 15 hours.
Developed tailored in-room experiences for guests, increasing ancillary service revenue by 37% within 3 months.
Implemented proactive team performance metrics using Microsoft Excel, identifying key areas for improvement and boosting team efficiency by 77%.
Spearheaded a customer recovery strategy that converted 59% of dissatisfied guests into repeat clients.
Enhanced guest service workflows by adopting new automation tools, projecting a labor cost reduction of 15% annually.
Partnered with housekeeping management to implement cross-team communication protocols, reducing guest service delays by 21%.
Managed the deployment of digital signage in common areas, improving overall information access and driving guest engagement by 76%.
Documented and resolved system which led to process.
Developed a successful annual staff training module for hospitality management software, increasing efficiency by 29%.

Affiliations

National Restaurant Association
American Society of Safety Professionals
Association of Talent Development (ATD)
National Society of Minorities in Hospitality (NSMH)
Leisure & Travel Organization (LATO)
Certified Hospitality Department Trainer (CHDT) by AHLEI
Tourism Cares
National Association of Catering and Events (NACE)
American Hotel & Lodging Association (AHLA)
International Association of Administrative Professionals

Certifications

Guest Experience Management Certification by CX Institute
Leadership in Hospitality Certificate by program
Front Office Management Certification by International Hospitality Institute
Certified Business Analysis Professional (CBAP)
Certified Hospitality Department Trainer (CHDT) by American Hotel & Lodging Educational Institute (AHLEI)
Apple Certified Associate (ACA)
Conflict Management in Hospitality Certification by eCornell
Cisco Certified Internetwork Expert (CCIE)
SHRM Senior Certified Professional (SHRM-SCP)
Time Management through Hospitality Leadership by Cedar Works

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